topic Re: Roaming Not Working Australia in Mobile Services

Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 10:34:28 GMT

I arrived in Melbourne yesterday and roaming only connects for one minute then disconnects. I have the Roaming Abroad Pass. Can someone please help how to connect to roaming in Australia from UK please.

Re: Roaming Not Working Australia

Katie_B — Wed, 25 Jan 2023 10:36:50 GMT

Hello @LouiseF1.

Welcome to the community.

Did you activate Roaming and Calling abroad before leaving the UK?

Katie

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 10:40:52 GMT

I believe so, Roaming is checked in settings. I added the Roaming Abroad
Pass yesterday when I arrived. I arrived from Brussels. I called EE on
19th from Glasgow to add on but it looks like they didn't do it as I've
just been charged for Europe roaming.

Re: Roaming Not Working Australia

Katie_B — Wed, 25 Jan 2023 10:49:23 GMT

Thanks for confirming @LouiseF1.

Is this the settings within your phone?

Are you able to connect to a local network?

Katie

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 10:59:52 GMT

Yes. It's always checked even at home in the UK.

Selecting choosing mobile network automatically doesn't connect. When I
chose to connect manually Vodafone AU doesn't connect and both Telstra and
OPTUS only connect for one minute then disconnects.

Re: Roaming Not Working Australia

Katie_B — Wed, 25 Jan 2023 11:04:23 GMT

Hi @LouiseF1.

Roaming must also be enabled on your EE account, although you may have bought a pass and have it active within your phone settings you will need this account setting active.

I would recommend logging in to your My EE and using the online chat function. Our customer care team have account access and can get this activated for you.

Katie

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 11:12:52 GMT

I can't see how to contact live chat, where is that?

Re: Roaming Not Working Australia

Christopher_G — Wed, 25 Jan 2023 12:15:14 GMT

Hi @LouiseF1

It's on our get in touch help page.

Chris

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 12:18:52 GMT

Hi

It's not visible to me 😞

Re: Roaming Not Working Australia

Christopher_G — Wed, 25 Jan 2023 12:21:26 GMT

It could be because you're abroad, @LouiseF1. It sometimes doesn't work when you're out of the country. Have you got access to any VoIP apps, such as Skype? You could try and call us on that?

Chris

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 12:23:52 GMT

Hi

I have Whatsapp, can I call you via that?

Re: Roaming Not Working Australia

Christopher_G — Wed, 25 Jan 2023 12:29:36 GMT

I don't think so, @LouiseF1. I've seen users say they've used Skype.

Chris

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 12:44:52 GMT

Skype's not working for me. I really need to get Roaming activated, please.

Re: Roaming Not Working Australia

XRaySpeX — Wed, 25 Jan 2023 13:08:16 GMT

@LouiseF1 : Try calling CS on the Freephone no. in my sig. on Skype over WiFi. It should be free.

Re: Roaming Not Working Australia

LouiseF1 — Wed, 25 Jan 2023 13:10:52 GMT

I can't get Skype to work because verification wants to send code via text!

Re: Roaming Not Working Australia

Leanne_T — Wed, 25 Jan 2023 13:50:13 GMT

Hi @LouiseF1

Thanks for trying this.

I'm sorry in this case, you would need to call us from any other phone on +44 7953966250 to get this looked into further and check your account to make sure everything is set up for using your phone abroad.

Leanne.

Re: Roaming Not Working Australia

LouiseF1 — Fri, 27 Jan 2023 05:21:52 GMT

I've tried calling from the hotel landline and can't get through. A
message says all systems are busy, I'm not sure if it is busy going out of
Australia or entering UK or some other issue, I've tried yesterday and
today (Friday).

Can we please get a resolution to this as a matter of urgency. Please take
this message as authorisation to activate the roaming abroad pass. I can
also take a call via Whatsapp.

Louise

Re: Roaming Not Working Australia

XRaySpeX — Fri, 27 Jan 2023 06:10:53 GMT

You cannot authorise this Community to do anything. It has no power to fix anything or to access your account. That would be the CS.

Re: Roaming Not Working Australia

LouiseF1 — Fri, 27 Jan 2023 06:22:52 GMT

EE staff have been replying to this thread, my previous email is intended
for them, it was a message from EE staff I was replying to.

Re: Roaming Not Working Australia

Leanne_T — Fri, 27 Jan 2023 07:39:31 GMT

Hi @LouiseF1

I am sorry we have no account access on the community to authorise the Roaming changes. You would need to try calling us again when the office is open between 8am and 9pm Mon-Fri or 8am - 8pm Sat and Sun UK time.

Leanne.